ServiceNow: Changes in work and technology after Covid-19

2020 Knowledge Conference Current service He must stay online instead of attending. “However, this change-Bill McDermott, CEO of a provider of digital workflow solutions, said with satisfaction-enabled us to achieve Three times the number of participants To what might happen in a physical event”.

Due to the lockdown of the coronavirus, people will inevitably talk about economic and social life at the conference and return to “normality”. However, like most experts from various industries, ServiceNow managers and engineers also said that they firmly believe that the future will be very different. “Our customers-McDermott concludes-have returned to work as their primary goal. But they intend to do this by ensuring the health and productivity of their employees.” In many industries, it is inseparable from the challenge of overhauling the organization and production processes.

Lock and “Super Communication”

Compared with the position before Covid 19, the diversity of this position has been reflected in different situations in the economic field: “Those who work in manufacturing or public utilities-pointed out the number of ServiceNow in a virtual meeting with the press. One and the analyst-have returned to their traditional business locations, while many workers in other departments are still working from home at least for now. Other companies have definitely accepted Strategic Digital FirstIn addition, health emergencies have led to the adoption of new systems in the workplace and social life. Imagine a video conferencing platform. Thanks to them, not only did we not reduce the number of meetings with customers during the lock-in period, but even if we held meetings electronically, we even increased a lot.McDermott once again stated that the impact of the pandemic has been instilled A sense of urgency. Any of the dozens of topics we focus on requires super communication and needs to be solved in the supersonic era.

The infection point of digital transformation

These findings confirm the broad argument, according to which, if digital transformation is an ongoing process before the coronavirus, the health crisis Covid 19 has accelerated its inflection point. In the vision of ServiceNow (born in 2011, a cloud platform provider for IT service management and management), the focus of digital transformation is the digitization of workflow.This digitization, “service immediately” provides usable functions for it Platform nowIt is a prerequisite for achieving the goals of process simplification, standardization, visibility, communication, collaboration between different business areas, and the implementation of new predictive analysis and artificial intelligence (AI) technologies.All of this can speed up and make processes more flexible, improve customer experience (customer experience) and employee experience (user experience), reduce costs and increase turnover: proof based on Platform now, McDermott illustrates Disney In the subscription activity of its streaming service.

Redefine work in a mobile and smart way

McDermott believes that “we have reached the point where we need to redefine work.” ServiceNow Chief Innovation Officer Dave Wright said in a speech at a conference with analysts and reporters: “During the lockdown, many people started their lives by constantly maintaining a connection to the Internet, and at the same time, they learned that wherever they are Can work agilely. Because of their personal experience, everyone has made their own contribution to the establishment of innovation. As far as we are concerned, we have been working hard to enable developers to create applications faster so that they can be accessed from mobile devices Access and add analysis and smart features”.

In the results achieved by ServiceNow engineers in the emergency medical situation over the past few months, we noticed that a new version of the Platform now The solution has been added to it Present intelligence, A new set of analysis and artificial intelligence features, including virtual assistants that can be used to initiate digital workflows without manual intervention.

One platform platform

Foundation of success Platform nowAccording to the facts of ServiceNow, more and more customers are using this platform as a basis for integrating other platforms. ServiceNow itself is committed to working with some important partners to build vertical solutions based on its technology.At the 2020 Knowledge Expo, two solutions for the telecommunications industry were proposed in cooperation with the following companies Accenture (Telecom Service Management E Telecom network performance management), which is passed with Deloitte (ServiceNow Financial Services Operations) And plans to develop targeted solutions in cooperation with the healthcare alliance Thousand tons.

“Platform now McDermott said that it has become the de facto standard for digital transformation. Among other things, the plan plans to replace the traditional system of record (SOR) with an action system (written based on mobility, analysis, and machine learning). ). This way, people can work anywhere, business managers can view all processes and gain insights through a single pane, and everyone can work satisfactorily, efficiently and safely.